Customer Service Team Lead at Specsavers overseeing customer service representatives. Ensuring high - quality service delivery and process improvements at Delta, BC Distribution Centre.
About the role
- Customer Support Specialist helping Nezasa customers unlock the full potential of TripBuilder platform. Managing inquiries, solving issues, and collaborating with teams to enhance user experience.
Responsibilities
- Respond to customer inquiries primarily via Intercom tickets
- Develop deep knowledge of the Tripbuilder Platform and APIs
- Solve complex functional issues and guide customers through features
- Manage the full customer support experience from triage to resolution
- Collaborate cross-functionally with engineering, product, and customer success teams
- Craft clear, professional, and empathetic responses to customers
- Contribute to the knowledge base by documenting solutions and creating help articles
- Identify recurring patterns in customer issues and opportunities for improvement
Requirements
- At least 1 year of experience in a customer support role or related customer-facing position
- Previous experience in SaaS, travel technology, or B2B support is a plus
- Ability to quickly develop a deep understanding of complex software platforms and their capabilities
- Excellent customer communication skills with the ability to explain complex concepts clearly
- Strong analytical skills with the ability to understand customer workflows and business processes
- Excellent written and verbal communication skills in English (mandatory)
- Ability to work effectively in diverse and multinational teams
- Comfort working in a fast-paced environment with changing priorities
- Additional languages (German, Portuguese, Spanish, or French) are a bonus
- Familiarity with support tools like Intercom, Jira, or similar platforms
Benefits
- Hybrid work setup with flexible hours
- State-of-the-art equipment
- Comprehensive health insurance coverage for you and your family
- Annual travel discounts and yearly top-ups through our platform
- Home office setup voucher redeemable at partner retailers
- Your birthday off and additional holidays based on years of service
- Modern offices located in the heart of Lisbon and Zurich
- Regular team events and opportunities for professional growth
- A clearly defined career path for progression within the Customer Experience function
- Supportive team culture with mentorship from experienced leaders
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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